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When you can return equipment bought from ironspanindustrial.com, who pays the shipping, and how and when your money comes back. Applies to every order shipped within the 48 contiguous states, freight or parcel.
A return qualifies for a full refund of the purchase price when every point on this list is met. If one is not, the return may still be accepted with a deduction (see Section 6), or declined and shipped back at your cost.
Email contact@ironspanindustrial.com or call (XXX) XXX-XXXX with your order number, the item and the reason. We confirm eligibility and issue an RA number and return address within 1 business day.
Freight items: repack in the original crate, mark the RA number on the outside, ship LTL with insurance for the full purchase price, and send us the carrier and PRO number. Parcel items (e-bikes, scooters, trikes, pool and lift accessories): original box, RA number on the label, back by FedEx or UPS Ground.
Within 2 business days of arrival a technician checks the unit against the eligibility list, photographs its condition and confirms the refund amount by email. Any deduction is itemized.
The refund goes to the original payment method the same day the inspection is approved. Card and PayPal refunds show within 5 to 7 business days; bank wires and financed purchases can take up to 10.
If the equipment arrives damaged, is not what you ordered, or has a defect we confirm within the first 15 days, none of the costs in this policy apply to you. Note the problem on the delivery receipt, email photos to contact@ironspanindustrial.com within 24 hours of delivery, and we arrange the pickup, pay the return shipping and issue a full refund or a replacement, your choice. Refunds for these cases are issued as soon as the carrier scans the pickup, not after inspection.
Outbound shipping was free, so the only shipping cost on a standard return is the trip back. Machines move by LTL freight and the price depends on weight, distance and whether a liftgate pickup is needed. Parcel items go back by FedEx or UPS Ground at the label rate.
| Reason for return | Return shipping | Outbound shipping |
|---|---|---|
| Changed mind / wrong spec | Customer pays | Not charged |
| Damaged in transit | We pay | Not charged |
| Defective on arrival | We pay | Not charged |
| Wrong item shipped | We pay | Not charged |
| Refused at delivery, no defect | Customer pays both ways | Deducted at carrier cost |
When you ask us to book the return, we use our negotiated carrier rate and show the exact figure before you agree. Typical freight cost from your address to the nearest of our 6 warehouses is $250 to $600; a prepaid parcel label runs $25 to $90.
Refunds always go back to the payment method used at checkout. We cannot refund to a different card, a different person or as cash. Financed orders are refunded to the lender, who then closes or adjusts your plan.
Partial refunds and restocking. A unit returned with missing parts, a damaged crate or box, or signs of handling that stop us reselling it as new may be accepted with a restocking deduction of up to 20% of the purchase price. The deduction reflects the real cost of replacement parts, repackaging and re-inspection, itemized in the inspection email before the refund is issued. Units with hours on the meter, miles on the odometer or anchor holes drilled are not eligible for a partial refund; they are returned to you at your cost.
Cancellations. Orders cancelled before dispatch are refunded in full, including any Express Freight fee. Once the carrier has picked up, a cancellation is treated as a return under this policy.
Sale prices and bundles. Weekly ad, Deal of the day and combo deal prices are refunded at the price paid. Returning one item from a bundle re-prices the items you keep at their everyday low price; the difference is deducted from the refund.
Email the order number and reason. We issue an RA number within 1 business day.